Customer Order Specialist (Cell Therapy)

Overview
Our client is raising the bar on customer experience in the pharmaceutical industry. Our Customer Service team supports the medical professionals and treatment sites who care for cancer patients. We are deeply committed to providing them with an exceptional service experience, so they, in turn, are better positioned to treat the individuals in their care.
The Cell Therapy Customer Logistics Specialist is a member of this Customer Service team, reporting to the Cell Therapy Customer Logistics Lead. The Cell Therapy Customer Logistics Specialist will serve as the primary point of contact for a portfolio of certified treatment sites, assisting the sites' staff with CARVYKTI™ orders and logistics. In this capacity, you'll be the face of the client to these sites and will be tasked with upholding the quality of service to which we subscribe.
This individual must be service-oriented and have the ability to drive insights and operational enhancements in a dynamic environment, while remaining forward-thinking to proactively and reactively respond to customer needs. A successful candidate must have excellent communication and critical thinking skills.
This role represents a unique opportunity to own the CARVYKTI™ order placement and delivery process experience. Close partnership with internal (supply chain, medical, finance, trade, IT, and patient services) and external (treatment site, site CAR-T coordinator, apheresis & cell lab team, specialty distributor, and pharmacists) parties will be required.
Your primary responsibility will be to serve as the ordering and logistics specialist for your assigned treatment sites, assisting them with a sequence of activities to request, manufacture, and deliver the immunotherapy to a patient in need. A secondary responsibility will be to assist new treatment sites with onboarding activities. To best support the sites in this capacity, the team will be set up as a contact center with the operating hours of 8AM to 8PM Monday through Friday. You are expected to work 8.5 hour shifts within operating hours. All team members must be flexible to support business needs (with example of shifts including 7:45 AM - 4:15 PM, 9:45 AM - 6:15 PM, and 11:45 AM - 8:15 PM).
Responsibilities
Detailed responsibilities include (but are not limited to):

• Order and Case Management. You'll be the point person for a select number of treatment sites, fielding and/or responding to inquiries regarding the CARVYKTI™ ordering process and all associated logistics.
• Issue Resolution. Many order management activities can be handled independently by the treatment site via our online portal. However, if additional assistance is needed to resolve a problem or address a special need, then you serve as their expert order management resource.
• Proactive Support. Proactively work with your assigned treatment sites to advise them of any concerns or issues that you discover as part of your routine monitoring of their treatment orders. Help the site resolve any order related problems that may arise.
• Cross-functional Collaboration. While we strive for "one and done" handling of customer requests, given the complex nature of this product, some queries will require you to coordinate with other parties both inside and outside of the client's organization.
• Site Performance Monitoring. Work with internal colleagues to monitor site performance and help find opportunities for operational improvements in the end to end order management journey (from enrollment to infusion) for CARVYKTI™.
• Site Certification. Assist new treatment sites who wish to offer CARVYKTI™ with on-boarding onto the ordering platform, including but not limited to, establishing and maintaining account information for these sites in our order management system, and monitoring certification status.

Note: This is not an extensive, comprehensive listing of job functions. May perform other duties as assigned.
Qualifications
About You:

• You are empathetic and understanding, and passionate about delivering a great service experience that your customer will remember and want to tell others about. You welcome the challenge of working in a highly visible role where you can meaningfully impact the health and wellbeing of others. You are a motivated self-starter and quick study who approaches assignments with urgency and diligence.

Qualifications:

• Education: An Associate's degree with at least 2 years of experience, or a Bachelor's degree, is required.
• Work Experience. A minimum of 3+ years of work experience in the healthcare industry is required. A mix of experiences across the following areas is preferred:
• Manufacturing / Supply Chain
• Clinical Trial Coordination / Site Management
• Finance / Trade Process Planning
• Customer Service / Customer Call Center
• Academic or Large Treatment Site
• Oncology, CAR-T, or Cell & Gene Therapy Experience
• Communication. Excellent oral and written communication skills, including the ability to manage conflict and defuse difficult situations.
• Collaboration. Effectively work in a team environment that will require you to coordinate activities and build partnerships across multiple internal/external organizations.
• Resourcefulness. Skilled in problem solving & using personal knowledge and any other available resources to work through ambiguous situations, resolve problems for customers and ensure their satisfaction.
• Accountability. Demonstrates excellent case management skills. Eager to take ownership, be proactive, and see customer inquiries resolved through to their end.
• Flexibility. Can dynamically adjust priorities due to changing circumstances. An agile learner who is comfortable operating in complex environments and shielding customers from that complexity.
• Travel. This position is based in Horsham, Pennsylvania and may require up to 10% travel to other J&J locations for business meetings.

NOTES:

• Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future
• Must be able to be onsite 3 days per week with option of working remotely 2 days per week (hybrid status)